Sup II - Sales Operations

Senior supervisory role is accountable for both team results and center-level project execution. Responsible for motivating, training and evaluating Inbound/Outbound Sales Agents with a focus on increasing unit sales, call activity and other Key Performance Indicators; manages customer problem/resolution, cancellations, coaching, call monitoring, weekly payroll, schedule adherence, attendance and floor coaching to maximize performance. In addition to team accountability, this position owns center-wide projects, process design and system validation work assigned by Sales and Service Center leadership, serves as a subject matter expert and change agent across all sales teams, and mentors newly promoted Supervisors.

Scope of influence extends beyond the assigned team to the performance of the Sales center.

• Meet monthly, quarterly and annual sales and performance expectations for the assigned team.
• Coach, develop and lead a team of Sales Professionals into a highly responsive sales team to exceed performance expectations.
• Conduct formal performance reviews, in-depth coaching, training and follow-up to optimize essential job skills.
• Timely generation, implementation and execution of counselling action plans to enhance the performance and productive capacity of underperforming personnel.
• Administering motivational programs to include individual recognition, incentives, contests and team performance awards
• Provide communication and follow-up to ensure representatives are fully informed of all new information related to products, policies, procedures, and company-related issues, changes or actions.
• Ensure representatives are adhering to and compliant with PODS policies and procedures.
• Maintain strategy to ensure customer satisfaction with all customer interactions
• Handle escalated calls as necessary to ensure quality customer service
• Responsible for weekly payroll review and submission to ensure correct entries in a timely manner
• Own and lead center-level projects and initiatives assigned by Sales and Service Center leadership, from scoping through implementation and post-implementation measurement; accountable for defined deliverables, timelines, adoption and results reporting to leadership.
• Serve as center subject matter expert for assigned process areas; author, revise and maintain standard operating procedures, job aids and knowledge base content, and drive consistent adoption across all inbound and outbound sales teams.
• Lead user acceptance testing and validation for new or modified processes, systems, telephony, CRM and reporting tools; document defects, coordinate resolution with internal partners, and train the supervisor and agent population on approved changes.
• Analyze center-level performance data to identify trends, root causes and improvement opportunities; present findings and actionable recommendations to Sales and Service Center leadership.
• Mentor and onboard newly promoted Sup I – Sales Operations, serving as a peer resource on coaching technique, systems, policy interpretation and performance management practice, without direct reporting responsibility.
• Represent the Sales and Service Center on cross-functional work groups with Training, Quality, Workforce Management, Marketing, Human Resources and IT.
• Provide floor leadership coverage in the absence of the Director or Sr Mgr. – Sales and Service Center Operations, including real-time staffing, escalation and service level decisions.
• May perform other duties and responsibilities as assigned

Equal Opportunity Employer
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